Maddie's Sail Loft — Restaurant in Marblehead

My rating has nothing to do with the good food this place offers. Instead, it has everything to do with the EXTREMELY POOR customer service I received on July 9th , from the staff and most disgustingly, the restaurant owner, Loretta, regarding an issue I had with a recently purchased meal. I would give it a negative rating if I could! The entire issue began July 7th, a Sunday night. I purchased the Fra Diavolo and a peach pie dessert as a take-out order. After arriving home, my meal spilled completely out of the bottom of the brown paper bag it was packaged in, which was saturated with the meal’s sauce that leaked from an improperly placed lid. I spent two days calling the restaurant (no one answered), driving to and from the restaurant (a 45-minute drive both ways), speaking with the staff and a manager (nothing was done), and waiting on a phone call from Loretta (never received a call). I even provided pictures of my spilled meal on the ground and the ripped bag. After waiting two days, I had high hopes for a satisfied resolution. However, I was unfortunately met with the most disrespectful and unprofessional behavior I have ever encountered from a person in a higher position of setting the best example of customer service. In front of her staff and patrons, Loretta repeatedly yelled in my face, accused me of badgering staff, and refused to return a full refund to me. She had no desire of ever addressing my concern, offered no way of apology or consideration for the food mishap or what I have been through to make my unpleasant situation right, and became upset that I was persistent in doing so. After all, it was my hard-earned money! I have dined here with friends in the past, and I have NEVER had any issue with food or staff. In today’s time, being a woman of color keeps my nerves on edge on how I am treated in a less diverse environment, especially when my intentions are pure on treating people with the same respect as I would want to be treated. In any dining setting, I would like to experience the same joyous experience as everyone else around me and that includes having my concerns addressed in an appropriate manner. Maddie’s Sail Loft may have good food to taste, but the customer’s experience goes beyond just delicious food. Maddie’s is no longer the...

Was in Marblehead for a dog walk and a change of scenery. Searched reviews for seafood and Maddie's reviews intrigued the 3 of us.

I walked into the restaurant to inquire if the outdoor seating was pet friendly. The bar and restaurant was full but the bartender caught my eye and I proceeded to ask her about sitting outside with a dog. She was very friendly and said absolutely, take a seat and I'll be out shortly.

It took her a little while to come out, understandably so because it was so busy inside and I'm sure they are short of staff like all restaurants during Covid.

We had already looked at the menu online so we knew what we wanted to order for our lunches. She came out with menus an offered drinks to which we replied that we are ready order and she was happy to take our orders.

It took possibly 25 or more minutes before our lunches arrived but they were well worth the wait:

Fisherman's Platter with fries & cole slaw over a small amount of mixed greens salad. A fair portion of lightly battered and fried shrimp, scallops, haddock nuggets and clams. The batter was so light so it wasn't a heavy fried meal. Cole slaw was fresh but a little tasteless. Fries were crispy. I had read the reviews of people disliking the hot seafood over the cold salad so quickly at the salad first.

Fish and Chips with fries & cole slaw. A generous filet of haddock perfectly fried. "Melt in your mouth" as described by my hubby.

Pan seared scallops over lobster risotto and grilled asparagus. Perfectly cooked, fairly large scallops which is hard to find in most restaurants. Risotto contained a generous portion of lobster meat but was a little on the bland side. Asparagus was perfectly grilled.

The bus boy and our server, the bartender, could not be more friendly and our meals were excellent with the small exception of under-seasoning of the cole slaw and risotto.

New fans and...

It has been nearly 2 years and me and my friends significant others had yet to meet, due to conflicting schedules. Alison was beginning to think that Dee didn't exist (lol). However like a perfect alignment of a blue moon on Halloween, everyone had a schedule that matched up. The ground hath shooketh!

We ran a little late, but it was fine. We dined outside with a propane heater, and the weather was very much permitting for it. Service was good, our server was bartender and taking care of us outside, so I knew she had her hands full even if the place wasn't super busy. She was attentive and we weren't waiting too long for service, hell the drinks were never empty and I could tell she was trying to anticipate if we were needing more drinks. Service was great.

There was no desire for apps, we just went straight for entree's. Dee enjoyed her steak tips. Alison's fried shrimp smelled awesome across the table. Joe opted for the swordfish and I the lobster roll. We exchanged piece's to try. The swordfish was delicious, tender, and delicate. The lobster roll had mayo, but also tastes buttery, absolutely fantastic. We enjoyed our plates.

I am glad we opted out of the apps, we ended up splitting dessert which was chocolate cake and cheesecake, each split between two. Dessert was decadent and completed our meals nicely.

We took our time to catch up, discussed Joe and Alison's wedding plans (recently engaged). Most of us work in the same field so we talked shop. My wife Dee and Alison hit it off nicely. We kept it simple with beer and wine for drinks, chatted the afternoon away. I think we would all be interested to return. With autumn slipping to winter and the pandemic here, it'll be a challenge to try to find restaurants...